
The most important aspect of Ask Jane is its ease of use for both the customer and United Utilities. The customer is free to ask a question without needing to know industry-specific terms, and United Utilities have a simple interface to enter content and monitor usage. The whole process of matching the question to the content is automatic; Transversal's Metafaq even helps identify the knowledge gaps so new content can be quickly added to respond to new types of customer questions.